McDonald's — Restaurant in San Antonio

BUGS IN FOOD!!! 8 PM Saturday, July 12, went through drive-through & ordered a cheeseburger happy meal, basket of fries & a quarter pounder. I pulled up to the first window where they asked me to, but no one ever came to the window, so 5 minutes later I advanced to second window where a young girl, who looked like she was stoned out of her mind, looked at me and asked me if I was the one that ordered a small tea. I told her no and told her what my order was. She walked away, came back, gave me the card machine to put my card into. I did so but she could not stop moving so the card was canceled. Did it again, I held the machine & it worked. She told me to go to space number five, I parked there & roughly 20 minutes later, she came out with our food. I asked if there were ketchup packets in the box and she said yeah and walked off, but then came back and asked, “Were there?” So she did extend some courtesy but I told her that there was not any ketchup in the bag. (This was the same girl that I paid at the window.) For some reason, every time we forget how terrible this location is & make the mistake of going back, we ask for ketchup they say it is in the bag & it NEVER is - it’s as if giving out ketchup packets is going to make this McDonald’s location broke or someone must receive a bonus for seeing how much ketchup & sauce they can avoid giving out. Anyway, my son went inside to get ketchup packets & there was nobody at the counter so he had already waited 15 minutes before I decided to go in. I went in there & 10 minutes later, no one ever came to the counter. I heard a lady say she’s been waiting 45 minutes & had already ordered through the app. Then another guy stood up & was obviously frustrated because he said he had been there for almost an hour. I had to go back out & wait for the girl to come back out to take the food to the other cars that were parked to ask for ketchup then follow her back in to get my ketchup. Kids were starving & they started eating, but as we got home, we found ants in our food. Ants in the bag, ants in the boxes, ants all over our food. My kids had eaten the majority of it already. I have some photos that I will post. I called but it repeatedly goes to some weird voicemail so you cannot ever get through. I don’t think there is a manager operating this place because it is so poorly run & apparently, whoever owns it...

Disappointing Service and Poor Customer Experience

It’s unfortunate that this is the closest McDonald’s to us, as the service has declined significantly over the years. The addition of kiosks has only made things worse.

Today, I placed my order at a kiosk, only to realize it was out of paper—meaning I received no receipt and had no way of knowing my order number. After an extremely long wait, an employee finally called out my order number—something I had no way of identifying. At that moment, I was speaking with another customer at the counter about how no employees were available to assist us.

When an employee finally acknowledged me, I explained that I never received a receipt or an order number. Instead of genuinely helping, she casually waved at the order screen and dismissively said, “Well, it’s on there,” before continuing with her tasks. When I told her what I ordered, she responded with, “I called out your number, but you were too busy talking to the other guest to hear.” She then proceeded to hand me food that had clearly been sitting there for a while.

It’s sad to see how much this location has deteriorated. This particular McDonald’s was actually one of my first jobs, and I remember when customer service actually mattered. Back then, we took orders in person, ensured customers received their food while still at the counter, and provided an efficient, friendly experience. Fast food is supposed to be fast, but this location is anything but.

Marketing Tip for Improvement:

Poor customer service and long wait times damage brand reputation. Implementing a simple system where kiosks print digital receipts via text or email could resolve this issue. Additionally, training staff to acknowledge and assist customers properly—rather than dismissing concerns—would drastically improve customer satisfaction and retention. Fast food should be fast...

No handicap entrance near drive thru, main entrance does have handicap entrance but its to steep. Its also tilted towards the creek. I have lived around the area for three years and not once has an employee held the door open coming in or going out. Even at slow times when theirs 3 employees standing there. They hand me my order and thats it. So if your in a manual chair or dont have good grip on your power chair, good luck! Dont even bother in wet or winter season. Its an accident ready to happen. People do not exaggerate about wait times. Ive gone in there with 2 cars in the drive thru and no customers waiting on food inside and it still takes 20 min or more for food. Ive had to return a few burgers for not being cooked all the way. Remember when you serve yourself soda, duck down and look behind the nozzles. Being in a wheelchair has its advantages you see what the general population misses. To top it off it always smells funky in there. Maybe the sewer or the mop is not clean. An employee stated this location was a franchise, owner needs to step it up. Lawsuit waiting to happen, under cooked meat leading to illness or an accident for ADA regs not being up to par. This is my opinion......STRONG RECOMMENDATION: Can you atleast add some non skidding strips to the incline or maybe a few minibumps if your coming down. The exit of this ramp leads to the turn around lane for the drive thru. Again when it rains or during the winter season its a...